First-Line IT Support | Hybrid, Training & Benefits

Key Recruitment Limited; Waterlooville; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Pension scheme

Private healthcare

Hybrid working

Training and professional development

Generous annual leave

Employee Assistance Programme

On-site parking

Job summary

Key Recruitment Limited is seeking a First Line IT Support analyst in Waterlooville on a permanent, full-time hybrid basis. The role pays £28,000 annually and involves resolving incidents from initial contact through to resolution or escalation.

You will act as the first point of contact, log and triage requests, maintain records, and escalate complex issues to senior teams while ensuring SLAs and security policies are followed.

Qualifications

• Experience in a First Line Service Desk or MSP environment.
• Strong knowledge of Microsoft 365 administration and troubleshooting.
• Experience using IT ticketing or service management systems.
• Excellent communication and problem-solving abilities.
• Ability to prioritise work and meet SLAs.

Responsibilities

• Be the first point of contact for IT support and provide professional assistance.
• Log, prioritise, troubleshoot and resolve first-line incidents and requests.
• Keep records accurate in the IT service system and update users.
• Escalate complex issues with clear handover to senior teams.
• Assist with user account administration (joiners, movers, leavers).
• Adhere to service levels and security policies; follow procedures.
• Support knowledge sharing and contribution to team improvements.
• Uphold information security requirements and protect data.

Skills

First Line Support

Microsoft 365

Ticketing systems

Communication skills

Prioritisation

Job description

Key Recruitment Limited is seeking a First Line IT Support analyst in Waterlooville on a permanent, full-time hybrid basis. The role pays £28,000 annually and involves resolving incidents from initial contact through to resolution or escalation.

You will act as the first point of contact, log and triage requests, maintain records, and escalate complex issues to senior teams while ensuring SLAs and security policies are followed.